UnifyCX is looking for an extraordinary
Team Manager join our motivated and ambitious team.
Work Location/Setup:Philippines | On-Site
Shift Schedule:5-day work week | Shifting Schedule | Graveyard
Benefits:Day 1 HMO | Day 1 Life Insurance
What Will You Do
As the
Team Manager, you're responsible for the success, development, coaching and growth of a team of contact center agents. The role requires daily support and supervision of 15 to 18 agents ensuring each person achieves individual targets and overall team success.
The Team Manager is expected to be a subject matter expert for their programs so they can support the teams they manage. To achieve this all Team Managers are required to undergo product training, certification and live call taking.
Additional Task Include But Are Not Limited To
- Conduct daily huddles to provide updates and daily strategies to a team of agents
- Provide weekly 1:1 coaching for agents while providing insights on call handling opportunities and strengths
- Guide and show how agents can achieve contact center key performance indicators (KPIs)
- Administers performance management and corrective action for the development of staff
- Drive the team to meet team level operations and quality objectives
- Should attend full scope of product training and certify
- Shall be the main point of escalation for customer concerns
- Live-call taking of at least 2 hours per week (or more as needed by the account or by business demand)
- Complete leadership development courses and continuous learning modules relevant to the role and the account
- Other assignments as deemed necessary by the Program/ Operations Manager or Senior Operations Manager
Who You Are
To be considered, candidates are expected to have the following:
- At least 2 years of college
- College graduate preferred but not required
- At least 1-year experience in managing a team of agents relevant to the account assignment or line of business (Sales, Customer Service, Technical Support, Retail and/ or Hospitality, Chat Support, etc.)
- At least 2 years experience as front level representative
- Has handled sales, customer service, finance, tech or retail accounts
- Excellent communication skills
- A people person, highly approachable with a passion for employee development and retention
- Knowledgeable in Microsoft office applications
- A team player
Preferred Qualifications
- Leadership Experience: 2-5 years of experience in a supervisory or team leadership role, ideally in a similar industry or environment.
- Team Management: Proven track record of leading, motivating, and developing a team to achieve organizational goals and targets
- Strong Communication: Excellent verbal and written communication skills to clearly convey information and provide feedback to team members.
- Problem-Solving: Ability to handle challenges, make decisions, and resolve conflicts in a timely and effective manner.
- Time Management and Multitasking: Ability to prioritize tasks and manage multiple projects simultaneously.
- Coaching and Mentoring: Experience in developing team members through coaching, training, and performance feedback.
Who We Are
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
